Giselle A Villalobos Cantillo

• Provided front desk support at Windsor Hotel (NJ), assisting guests with check-in/check-out, reservations, and customer inquiries.
• Delivered high-quality customer service, ensuring a positive guest experience and resolving issues efficiently.
• Performed housekeeping and laundry operations at Home2 Suites (WA), maintaining cleanliness and operational standards.
• Assisted the housekeeping supervisor with daily task coordination, team support, and workflow organization.
• Ensured compliance with hotel standards, safety procedures, and service quality expectations.

I work with as a VA for a real estate firm in New York, and I was responsible for:

• Managed scheduling, meetings, and communications for a real estate firm using Google Calendar and Zoom
• Maintained and updated CRM systems (Buildium - American property management software), improving data accuracy and client tracking
• Coordinated tenant and owner records, financial documents, and operational workflows
• Created weekly performance reports and tracked KPIs using Google Sheets
• Served as main point of contact for clients, improving response time and customer satisfaction
• Processed documents for electronic signatures and ensured compliance with internal procedures
• Saving Files to the Server (OneDrive).
• Updating One Call Now contacts (App used for the online mass messaging service).
• Sending out alerts/messages via One Call Now.

• Developed and executed marketing strategies to enhance property visibility and attract potential buyers.
• Guided clients through the buying and selling process, ensuring a smooth transaction experience.
• Negotiated contracts and agreements, advocating for client interests while maintaining strong relationships with stakeholders.
• Built and maintained a strong client pipeline through networking and referrals
• Conducted thorough market analyses to inform pricing strategies and positioning of properties effectively.
• Delivered high-quality customer experience, increasing client trust and retention

Productivity Coach (Jan 2023 – Aug 2023)

• Coached agents and business owners on sales performance and productivity
• Analyzed KPIs and implemented strategies to improve conversion rates and efficiency
• Strengthened accountability systems and goal achievement

Implementation of 2 accounts, and was responsible for:

• Creation of the Process Document for each healthcare company, VMT and Quality.
• Training agents for the correct follow-up of the processes and systems, according to the client's request.
• Teaching agents how to search for information to solve their doubts in our Process Document.
• Accompaniment during the learning stage, reinforcing knowledge.
• Planning, organizing, leading, and controlling customer service processes (Back and Front office).
• Tracking all information, calls, and incoming and outgoing caregivers or patients.
• Ensuring internal (Healthcare Company) and external (patients) customer satisfaction.
• Coordinating, evaluating, developing, and recognizing team members.
• Preparation of weekly and monthly reports and presentation of the same to the company's senior management.

• Ensuring that my agents (15 approx.) met all their metrics.
• Providing support to my team and campaign agents in product and process knowledge.
• Receiving supervisor calls and achieving customer satisfaction.
• Checking that the orders created by the agents are valid, following up and tracking them.
• Ensuring that the agents follow the correct flow procedure in Salesforce.
• Generating a report every two hours from the team regarding metrics such as AHT, CSAT, and WO.
• Training my agents to improve processes and performance.
• Monitoring and scoring 3 calls per day using Calabrio, to detect behaviors, lack of knowledge and strengths.
• Creating follow up to those agents with low performance on some metrics in CCMS.
• Checking team metrics every day in CCMS, creating TOP reports and End of the Day reports.
• Keeping agents motivated.

• Provide front-line, first-level technical assistance for customers.
• Managed approximately 100 incoming calls per day.
• Resolve technical problems within a fast-paced, customer-facing environment.
• Assist with troubleshooting and resolution of customer service and/or device-specific issues.

• Responsible for the SunnyHills Pools & Spa project:
• Keeping the email clean.
• Organizing customer pool maintenance routes in Broward County.
• Coordinating daily customer service operations.
• Sending weekly reports on relevant statistics (incomes, expenses, sales).
• Performing basic human resources tasks such as organizing the technician schedules, shift scheduling, and overseeing new-employee onboarding and training.
• Collecting and compiling data utilizing Google spreadsheets.
• Doing research, finding, and quoting with vendors to buy resources, products, and supplies.
• Notifying customers once their pool cleaning service is completed.
• Collect the unpaid months of cleaning services performed on your pool from your customers.
• Keeping the customer database updated in HubSpot.
• Responding to any customer request or complaint.
• In my free time during my shift, I collaborated on another project for the owner, BREC Realty Group, a real estate company. I was responsible for:
• Filtering clients who contacted us through Facebook, asking about a published property.
• Organizing the database of new clients.
• Searched for properties according to the client's request in the MLS.

• I worked as a Tier 1 engineer at Sykes for Cisco Tac, being responsible for:
• Receiving and resolving different CISCO customer cases in ESA (Email Security Appliance) technology with base knowledge in Cisco CCNA, acting with the highest degree of professionalism high profile customer/company.
• Train me on all appliance upgrades through SalesForce.
• Recreate appliance problems in the lab to find quick solutions.
• Prioritize and follow up on each case.
• Meet with customer engineers or customer companies via WebEx to find a solution to problems in real-time.
• Escalate cases to the right team at the right time.
• Replacing devices in case it is needed.

• Responsible for the SunnyHills Pools & Spa project:
• Knowing and exceeding the performance and expectations of clients and SGS on a daily basis. Approximately 150 calls are answered daily by the contact center agents.
• Knowing and exceeding the minimum requirements of telemarketing processes and achieve indicators (number of calls and dials, percentage of active time, etc.).
• Resolving all customer billing questions for AT&T Home, Direct TV, and U-verse.
• Selling AT&T and Direct TV home service (Landline, internet, and Tv)
• Also, I had the opportunity to work in the retention department for this same Companies, making sure clients continue the service and get more, instead of leaving us.